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Senior Engineer, Technical Support, 1:1 Customer Engagement

Pegasystems -
Hyderabad, Telangana

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Job details

Qualifications

Pegasystems
Oracle
Kubernetes
WebSphere
DB2
Tomcat
J2EE
Technical support
Weblogic
Java
Databases
AWS
Analysis skills
Docker
JSP
JDBC
AI
Multithreading
Communication skills
Information management
Debugging

Full job description

Meet Our Team:

We are face of Pega. Our aim is to Providing world class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.

Picture Yourself at Pega:

The Technical Support Engineer (TSE) is a key technical role within Global Customer Support (GCS) and the first point of contact to customers to address issues. This position develops customer satisfaction and loyalty by providing superior support services for Pega’s products.

At Pega, we actively explore and embrace emerging AI capabilities with curiosity, responsibility, and a drive for meaningful innovation. You will work in an environment where AI‑enabled tools are used to enhance learning, improve engineering efficiency, and support better decision‑making across the cloud platform.

We expect engineers to apply critical thinking to all AI‑generated outputs—validating accuracy, quality, and relevance before applying them in production environments. We view AI maturity as a spectrum, progressing from foundational adoption toward more strategic, advocacy‑driven integration, and you will play an active role in that journey.

What You'll Do at Pega:

The TSE uses their understanding of Pegasystems’ products, the technical environment in which they run, and our customers’ business objectives to drive support cases to timely and quality clarification and subsequent resolution by themselves or others in Pega.

Who You Are:

Should be ready to work in Support coverage in rotational shifts
Ability to identify, propose and implement solutions and ability to work in a flexible, team environment
Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture
Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
Proven ability to interact directly with customers at all levels
Demonstrated customer-facing skills including expectation management, communication skills, information management
Demonstrated effective oral and written communication skills, including poise in pressure situations
Good to have: Experience working with J2EE Application Servers (preferably Websphere, Weblogic and Tomcat) and/or relational databases (preferably Oracle, DB2 and UDB)
Troubleshooting and debugging experience would be an added advantage
Must be strong in debugging, memory management, heap-dump analysis, performance analysis, file systems
Ready to work in rotation shifts (Morning and afternoon).
You demonstrate a strong Growth Mindset—embracing curiosity, continuous learning, and adaptability in a fast-changing technology environment. You are comfortable speaking about AI with confidence and conviction, and you view AI as an enabler to improve outcomes rather than a substitute for sound engineering principles.
You challenge assumptions, learn quickly from change, and apply critical thinking to validate outputs and make informed decisions. You bring a thoughtful, quality driven approach to your work and actively contribute to a culture of innovation, collaboration, and continuous improvement.

What You've Accomplished:

4 to 5 years of experience in a technical role involving Java, J2EE expertise and databases programming experience.
3+ years of experience as Java, J2EE software developer
2+ years of experience as a J2EE servers administrator and J2EE server software products support with exposure to database concepts and administration
Demonstrated ability to successfully interact in technical discussions.
Strong analytical and problem-solving skills.
Should have extensive experience at Core Java, JSP, Servlets and JDBC
In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems
Must be strong in debugging, memory management, heap-dump analysis, performance analysis, file systems , log analysis
Familiarity with AWS, Kubernetes, Docker, performance tuning, databases, and monitoring tools is a plus.

Pega Offers You:

Gartner Analyst acclaimed technology leadership across our categories of products
Continuous learning and development opportunities
An innovative, inclusive, agile, flexible, and fun work environment
Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
An opportunity to work in an organization that actively invests in AI‑enabled learning, innovation, and responsible adoption across its engineering practices

#LI-SJ1

AI in Action – Responsible Use of AI in Recruitment
Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people—not replace them. We may use AI‑enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support.

All hiring decisions are made based on human review and judgment. You may have the right to request human review, provide additional information, or raise questions about how such tools are used.

Culture
At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Export Compliance
For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations
If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

Apply Now

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Meet Our Team:

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Who You Are:

What You've Accomplished:

Pega Offers You:

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